Complaints

Every year, we at Direct Construction Services UK Ltd help our customers across Sussex achieve their vision of their dream home, however we do recognise that on occasions issues can arise when building work is being undertaken.​​

Getting things right is important to us which is why we value our customers feedback. Misunderstandings can often be sorted out on an informal basis so don't be afraid to contact us - we might be able to iron out the problem straightaway.

However, if you feel the problem needs to be looked at and put on an official footing, you can follow our complaints procedure or put all the information in a letter or email and send it to Direct Construction Services UK Ltd (contact details below).

How to complain to us

To make sure that all complaints are handled efficiently and fairly, we have a complaints procedure. This runs through various stages when complainants continue to feel unhappy with the response they have received.

If the complaint cannot be handled informally, the customer should put the complaint in writing and send it to Direct Construction Services UK Ltd in letter form or email (contact details below).

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Direct Construction Services UK Ltd will deal with your service complaint promptly. We will acknowledge receipt of a written complaint within five working days where we have a return address and you can expect to have a full reply within 20 working days. In a few cases we will not be able to send a full reply within 20 working days of receipt, for example if your complaint is very complex. If this happens, we will tell you the reason why and let you know when we will be able to reply in full, keeping you fully informed of progress.​​

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If Direct Construction Services UK Ltd’s internal complaint handling procedure does not lead to a resolution, the customer can take the dispute to the Federation of Master Builders and follow their procedure. https://www.fmb.org.uk/about-the-fmb/complaints/​​

We are sorry that you have reason to complain. Please complete the form below, give us a call or send us an email.

We will contact you within five working days to discuss the matter further. If you simply want to let us know about a general concern and or would like to send us a general message, please use the form on the Contact Us page.